Customer Service Representative

Salary: $16.08 - $20.10 Hourly
Location : Newton, NC
Job Type: Full-Time
Job Number: 00268
Department: Finance
Opening Date: 06/11/2026
Closing Date: 7/10/2026 5:00 PM Eastern
Job Details: Hiring range for position is $16.0815 - $20.1019 per hour depending on qualifications. Eligible for probationary increase up to 5% in the first 6 months.
Disclaimer: The City of Newton is a tobacco and drug free workplace. Applicants are subject to pre-employment drug and background screening. Equal Opportunity Employer.


Description

Primary Reason Why Classification Exists
To perform customer service, clerical, and municipal utility billing

Illustrative Examples of Work

• Processes customer requests for new services, transfers, extensions, and disconnections; prepares cut-off lists
• Receives payments from customers in person or through the mail; verifies checks for errors, issues receipts, and enters payments into collection system
• Determines deposit amounts for new service; processes necessary paperwork
• Prepares letters, memoranda, and reports using word processing software
• Encourages payment on delinquent accounts; issues cut-off notices and contacts utility divisions about cut-off notices
• Collects business and privilege licenses and other municipal fees and fines
• Maintains files and records
• Prepares bank deposit slips; records funds collected; secures and balances cash drawers; breaks down payments
• Processes returned checks; completes utility connect and disconnect work orders
• Prepares and mails correspondence to customers who submitted inaccurate payments; advises of actions to be taken to ensure correct payments
• Contacts other utility departments and advises of new utility service or cut-offs initiated
• Contacts customers regarding service issues; explains policies and procedures and resolves customer problems and complaints using established procedures
• Provides billing and collections information to citizens and businesses; refers customers to supervisory personnel if not resolved
• Prepares service orders for the various Public Works & Utilities divisions including electric, water, sewer, sanitation, and street maintenance
• Issues letters of credit; establishes bank drafts and commercial accounts
• Researches incorrect bills; writes adjustment sheets
• Updates customer files; may include Medical Alert List
• Checks efficiency of completed work orders and deposit refund eligibility
• Performs back-up duties for other positions as necessary
• Performs related duties as required

Knowledge, Skills, and Abilities

• Knowledge of standard office practices, techniques, procedures, equipment, and billing terminology
• Knowledge of Microsoft Office products such as Word and Excel
• Knowledge of commonly accepted practices of records management
• Knowledge of municipal billing and collection policies and procedures
• General knowledge of utility billing policies and procedures
• Knowledge of effective oral and written communication techniques when communicating with customers, coworkers, and others
• Ability to understand and follow oral and written directions
• Ability to perform detailed mathematical computations with speed and accuracy; using cash register, calculator, and computer terminal
• Ability to identify errors in billing and balance accounts
• Ability to establish rapport and communicate effectively with customers, co-workers, supervisors, and the general public
• Ability to perform detailed clerical and bookkeeping record work and provide clerical support to other clerical personnel in other departments
• Ability to operate and balance a cash drawer on a daily basis
• Ability to communicate municipal billing and collections policies and procedures
• Ability to remain calm when interacting with customers who are angry or argumentative
• Skill in the use of office computers, printers, and related equipment and software applications

Requirements

Physical Requirements
This work is primarily sedentary requiring the exertion of up to 10 pounds of force occasionally to move objects and a negligible amount of force frequently or constantly to move objects. Work requires manual dexterity such as fingering, grasping, and repetitive motions including operating a computer keyboard. Vocal communication is required to express or exchange information. Hearing is required to perceive information at normal spoken word levels either in person or over the phone. Visual acuity is required to prepare and analyze written or computer data, operation of machines, determine the accuracy and thoroughness of work, and observe general surroundings and activities


Education and Experience
Graduation from high school or GED equivalency and 2 - 3 years of customer service work; an Associate's degree in accounting or similar career field is desired


Special Requirements

• Proficiency in the use of work processing and spreadsheet software
• Must be able to be bonded
• May require a valid North Carolina driver's license

Please visit our to learn more about benefits offered at the City of Newton.
01


Number of years of experience in a Customer Service position?

• 0 - 2 years
• 3 - 5 years
• 5 - 7 years
• 7+ years

02


Number of years of experience processing customer service transactions in a computerized environment?

• 0 - 2 years
• 3 - 5 years
• 5 - 7 years
• 7+ years

03


Number of years of experience in a customer service position in a city's utility department?

• 0 - 2 years
• 3 - 5 years
• 5 - 7 years
• 7+ years

04


Number of years of experience using a multi-line phone system?

• 0 - 2 years
• 2 - 4 years
• 4 - 6 years
• 6+ years

05


On a scale of 1 - 5, with one being beginner level and 5 being expert level, rate your skill using Microsoft Excel.

• 1
• 2
• 3
• 4
• 5

06


On a scale of 1 - 5, with one being beginner level and 5 being expert level, rate your skill using Microsoft Word.

• 1
• 2
• 3
• 4
• 5

Required Question